Job Summary

The Tower Lead for Support & Operations plays a critical role in managing escalations and ensuring operational excellence within the team. This position is pivotal for driving customer satisfaction and optimizing service delivery in alignment with organizational initiatives, contributing to revenue generation and continuous improvement.

Key Responsibilities

1. Generate Tower-Level Ee And En Revenue By Implementing Strategic Initiatives In Emc Isilion Storage Management And Enhancing Service Offerings.
2. Ensure All Responsibilities, Tasks, And Escalations Are Resolved Within Agreed Sla Norms By Monitoring Performance Metrics And Coordinating With Cross-Functional Teams.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Compliance With The Agreed Statement Of Work (Sow) For Emc Isilion And Netapp File Storage Systems.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Leverage Ibm Spectrum Scale Capabilities To Enhance Service Quality.
5. Oversee And Implement Profit Improvement Plans (Pip) Through Automation And Self-Driven Initiatives, Focusing On Operational Efficiency And Cost Reduction.

Skill Requirements

1. Strong Proficiency In Emc Isilion, Netapp File Storage, And Ibm Spectrum Scale.
2. In-Depth Understanding Of Service Level Agreements (Sla) And Operational Metrics.
3. Excellent Analytical And Problem-Solving Skills To Address Escalations Effectively.
4. Strong Leadership And Communication Abilities To Drive Team Performance And Customer Satisfaction.

Other Requirements

1. Relevant Certifications In Emc Isilion Or Netapp Technologies Are Optional But Valuable